This document describes the services provided by theITSupportCenter, an organization that offers immediate, expert technical support for off-the-shelf software and mobile devices. They provide 24/7 live support from over 850 certified advisors within an average response time of less than 10 seconds. TheITSupportCenter seamlessly integrates with company IT departments, answering calls as an extension of the internal help desk. They also offer customized reporting on call details and resolutions.

1. “Immediate, expert technical support for off-the-shelf software and mobile devices”
World Class Support by
theITSupportCenter
“Immediate, expert technical support for off-the-shelf software and mobile devices.”

2. “Immediate, expert technical support for off-the-shelf software and mobile devices”
theITSupportCenter’s Focus
100% focused on
Immediate, Expert
Technical Support
for off-the-shelf software
and mobile devices
We support 200+ applications,
versions and mobile devices

3. “Immediate, expert technical support for off-the-shelf software and mobile devices”
We are available 24 / 7
All calls answered by a Certified Tech
Advisor - no phone menus or recordings
We answer on average in less than 10
seconds
World Class Service Levels
Access to over 850
Certified Tech
Advisors
Our advisors are all certified professionals
Advisors are trained on the functions and
features of off-the-shelf software and
mobile devices
All Live Support
We have capacity for >3,000 calls a day
We are prepared and ready to support your
organization's use of off-the-shelf software
and mobile devices
All calls answered in
North America

4. “Immediate, expert technical support for off-the-shelf software and mobile devices”
We answer the call as your internal help desk
● We walk the end-user through to a solution until they are completely satisfied
● Average resolution time of 6 minutes
The 800 # is put behind a ‘pick-option’ on your internal VRU
Sample wording:
We
integrate
seamlessly
with your IT
department
&
are seen as
an extension
of the service
desk
Service Setup
1
2
3
We set up a dedicated 800 # for each client
● Unique number allows us to identify the source of each call
● Our system provides Advisors with any information unique to your account
Option Scripting Action
1 “...For password resets, please press ‘1’ now...” Caller is transferred to internal Help Desk
2
“...For desktop application questions, such as
Microsoft Excel, Word, PowerPoint or
Outlook, please press ‘2’ now…”
Caller is seamlessly transferred to
theITSupportCenter where our Advisors
answer as your internal Help Desk
3
“...For hardware, network or all other issues,
please press ‘3’ now...”
Caller is transferred to internal Help Desk

5. “Immediate, expert technical support for off-the-shelf software and mobile devices”
theITSupportCenter Service Level Metrics
For the period 10/1/2013 - 12/31/2013
Average Hold Times
Time to Reach a Certified Tech Advisor0.11%
Average abandonment rate
theITSupportcenter
answers all calls by a
Certified Tech Advisor
within
two
rings
86%
calls routed to
dedicated
support teams
Primary
Secondary
Tertiary

6. “Immediate, expert technical support for off-the-shelf software and mobile devices”
90%
First call
resolution
rate
theITSupportCenter Service Level Metrics (cont’d)
For the period 10/1/2013 - 12/31/2013
Support Call Complexity
Peak Call Periods Call Distribution by Application

7. “Immediate, expert technical support for off-the-shelf software and mobile devices”
Detailed Reporting
theITSupportCenter tracks significant detail about each call
For each call we report: Example:
Date of call 1/13/2014
Caller Jessie Holmes
Department, office, billing code, etc. Marketing
Duration per solution 5.5
Application/Device supported iPhone 5s
Problem category Exchange Calendar Sync
Resolution Modify mail days to sync in settings
Multiple reporting options are available and customizable
● Reporting types include, but are not limited to, call resolutions, billing detail by groups, locations, etc.,
heat Map to show issue areas and trends
● Our ticketing system is built on a Salesforce engine and reports can be customized by our
programmers to fit your needs
Reporting is available at your desired frequency, and online for your review

8. “Immediate, expert technical support for off-the-shelf software and mobile devices”
Gartner Study:
Traditional Service Desk
Model is Failing
High Impact, Value Added Support for End-Users
Your end-users will love you for providing this support93%
CSAT Score
High Impact: End-users can feel and quantify service value after spending >1 hour of
their own time on an issue, and then get an answer in ~6 min.
Source: Gartner
Expand scope of Service
Desk and efficiency of
overall IT Organization

9. “Immediate, expert technical support for off-the-shelf software and mobile devices”
Contact
One Tower Bridge
100 Front Street, Suite 200
West Conshohocken, PA 19428
855-902-3600
www.theitsupportcenter.com